For information about our professional services call 508-475-0932
Evaluating results of telemarketing campaigns is the key to determining their return on investment. You will want to make sure your outsourced telemarketing firm provides detailed reporting. Typical reports should include total sales and revenue, sales and revenue per list and per rep, number of calls and duration and revenue produced from campaign.
The goal of Customer Relationship Management (CRM) is to provide a comprehensive picture of customer needs, expectations and behaviors by analyzing information from every customer transaction. A CRM system creates the intelligence platform necessary to develop more meaningful customer relationships.
This allows for improved customer service, increased call center efficiency, added cross-sell and upsell opportunities, improved close rates, streamlined sales and marketing processes, improved customer targeting, and increased share of customer and overall profitability.
When CRM is integrated into the Call Center, there are many benefits such as:
Substantial market opportunities are unfolding for emerging companies in the personal technology and associated accessories sectors according to a new analysis from FFP Global, a business process outsourcing company.
These opportunities are fueled by the robustness of broadband networks and consumers’ attraction to personal technology products, services and applications on many levels. With a multitude of online sales channels and companies making their customer bases accessible through partnership programs, distribution is no longer the taxing challenge it once was. Read More
Returns management is a critical component of the overall supply network. However, most companies typically concentrate on maximizing forward logistics processes. As a consequence, few businesses have developed and implemented procedures for managing and tracking returned goods, leading to excessive warranty exposure, transportation costs, product obsolescence, high repair costs and dissatisfied customers.
Summary of Returns Management Process:
Over the past decade, retailer growth strategies were heavily predicated by offering more and more brands on store shelves. However, as product choices within each category increased, it has become difficult at the point of purchase for consumers to make choices. Do Walgreen consumers really need 25 types of superglue to chose from? Apparently, not as the chain is cutting the category to 11 selections.
While variety in theory is important, too many choices, especially when there is no accompanying guidance can slow the buying process in the physical retail world. However, when consumers are online, a myriad of options can be presented based on a variety of criteria – from price, to user reviews.
The other threat to traditional brands is retailers capitalizing on their captive distribution assets by developing their own private brands, ranging from food to consumer electronics.
These developments will provide a further catalyst for the growth of ecommerce retail sales.
Companies continue to explore outsourced infrastructure operations especially in areas that provide immediate cost benefits and don’t require capital investments. One of the most popular areas is call centers, which encompass sales, support and a variety of other customer facing interactions. Outsourced call center relationships can take many forms. For example, certain types of inquiries can be handled in-house, while others might be directed to an outsourced provider. In addition, configurations can be based on inbound versus outbound call center programs.
A Gartner survey identified the 4 top reasons for outsourcing.
1. Reduce or Control Costs.
2. Gain Access to Outside IT Resources.
3. Free Up Internal Resources.
4. Improve Customer Focus.
Based on your needs, we would welcome the opportunity to discuss the benefits of call center outsourcing with you. Please feel free to contact Joe Sarno at 877-337-7587 x4467.
With companies needing to make more informed marketing decisions FFP Global is unveiling SurveySolutions. This offering is a suite of qualitative and quantitative market research tools and services to implement, test, track and analyze survey-based programs and initiatives. SurveySolutions is available for B2B and B2C markets. FFP Global has call centers in both California and Massachusetts. For more information on SurveySolutions contact Joe Sarno at 877-337-7587 x4467.
As a minority and women owned business, FFP Global holds a number of related certifications. They include:
As a certified MBE, we offer businesses with diversity initiatives the opportunity to competitively procure ecommerce, call center and product fulfillment services from an established, reliable and award-winning provider. For more information contact Michael Erickson 877-337-7587 x4471.
FFP Global Call Center Agent
As consumers’ dependency on ecommerce continues to grow, it’s becoming much more critical for online merchants to offer interaction opportunities through their contact center or contact center, especially when the consumer is in the process of making purchase decisions or about to checkout. There are times when only the “human touch” will do whether this is through voice, live web chat or online collaboration. Accordingly, agents must have real-time access to all of the information needed to help customers: complete a purchase; follow up on or cancel an order; or request other service or support assistance.
Ecommerce entities that are new and or don’t have established brand equity can especially benefit from a call center outsourcing company.
During [November 1- December 24], approximately $27 Billion was spent online, which represents an increase of 5 percent over the same period a year ago, according to ComScore. For the period from Black Friday through Christmas Eve, and after adjusting for the additional shopping day in 2009, sales grew by approximately 3.5 percent.
FFP Global saw impressive seasonal gains for many of our ecommerce and fulfillment clients, especially in the apparel, entertainment and toy sectors. Free shipping was a major enticement to consumers.
FFP Global helps emerging businesses and Fortune 500 companies acquire, engage, fulfill and retain customers. About Us
or give us a call 508-475-0932